About the Role:

Qatar Airways are pleased to announce an incredibly exciting opportunity to join our lounges team as an Operations Manager - Al Maha Services who will manage a safe and cost-effective operation of Al Maha services and Al Maha lounges operations. Liaise with service suppliers and stakeholders to ensure QR customer service standards are met or exceeded at all times, and ensure that a high quality of service is maintained which surpasses competitor standards. Manage the operations smoothly ensuring the internal and external customer needs are met, while working along with the Al Maha Services Sales Manager to ensure Al Maha Services generates an overall revenue to the business.

Operational:

• Contribute to the design, development, continuous improvement and introduction of Al Maha Operations & Services concepts within the unit.

• Ensure that all Al Maha Services, Al Maha and Oryx lounges are well maintained and adequately stocked with food, beverage items and amenities, and with adequate availability to ensure an exemplary experience. Also ensure that it operates within a pre-defined budget, working with other business units to achieve the end goal of operational efficiency

• Ensure cost saving programs and lean models are in place to augment the financial position without compromising of service standards and quality.

• Works with stakeholders and administration to oversee and supervise the process of checking the stock level and ordering supplies.

• Involved in assessing and designing Al Maha specific training to best support future planning and customer service goals and to support the customer journey map.

• Support Line Manager to spanet services to encourage greater passenger usage of certain aspects of the Al Maha services/lounges through strategic operational sales plans and work in harmony with the Al Maha Services Sales manager on commercial initiatives and programs

• Drive the successful implementation of corporate initiatives as per the instructions of Senior Management.

• Develop and implement procedures to make Al Maha Services a recognised service provider within HIA and GCC. Successfully implement Al Maha Services to customers with a 5-star service at all times.

• Submit annual strategic reviews and ideas to higher management of the overall functioning of the department Recommend, suggest and implement new products and services to higher management based on analysis of passenger feedback, data collection and spanet research.

• Support modernizations, innovations and improvement plans within the Al Maha and Oryx Lounges.

• Ensure the reliability and uniformity of services are maintained, and work towards providing a unique customer experience keeping a strategic eye on productivity of staff levels.

• Responsible to interview, hire, train and develop a varied team of staff in all areas of sales and frontline operations, thereby ensuring consistency in services.

• Responds and intervenes with customer complaints and suggestions as and when necessary. Contributes to plans of prevention of customer complaints, systems to minimize complaints through root cause analysis and a recovery process of complaints, to ensure best service.

• Initiates processes with an aim to increase profitability and reduce costs without compromising quality in passenger services within Al Maha Services.

• Ensure revenue targets are met and exceeded for an efficient running of the business unit.

• Perform other department duties related to his/her position as directed by the Head of the Department

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before. So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

About you:

Qualifications and Experience:

High School Qualification / Vocational Qualification [Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 7 years of job-related experience OR Bachelors Degree or Equivalent with Minimum 6years of job-related experience

Essential

• Previous work experience in a similar discipline.

• Experience in managing operations

• Experience in mana in teams in a customer service industry

• Practical and technical knowledge.

• Command of English language

• Knowledge managing workflow and lead a multicultural team.

• Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinates skills. Ability to foster teamwork among team members.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

https://aa115.taleo.net/careersection/QAExternalCS/jobapply.ftl?langen&job227854